Business Customer Advocate

Job Description

Requisition: 79163

PSEG Company: PSEG Long Island

Salary Range: $ 56,100 – $ 84,200

Incentive: PIP 5%

Work Location Category: Hybrid

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

We want you to be healthy, balanced, and feel secure. Thats why youll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, youll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.

PSEG offers a unique experience to our more than 12,000 employees we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

JD Power has statistics that demonstrate that customers who have a personal interaction with the utility tend to score the utility higher on JD Power Surveys. The Business Customer Advocate (BCA) position is being created to improve JD Power scores by making personal contact in the field with our 60,000-65,000 non-managed small and medium size business customers. The BCA will provide the customer with information on our various programs and offerings and obtain current customer contact information. The visit allows the customer an opportunity to ask questions and surface any issues they may be experiencing. This position will be hybrid.

Job Responsibilities

Conduct 100-125 Small-Medium Business (SMB) field visits per week to discuss PSEG Long Island programs and offerings, along with addressing customer issues.
Make personal contact with the owner/manager of the business during the visit.
Document each visit using the Customer Relationship Management (CRM) tool.
Maintain CRM tool to track/report all follow up submissions to ensure accountability for community engagement.
Must be professional, courteous, and provide outstanding customer service while maintaining a thorough knowledge of products, providing accurate information regarding programs and services; along with assisting business customers with questions and concerns
Ensures timely, accurate and courteous response to inquiries and questions
Creates a solid working relationship with all groups by working directly with contacts as needed to resolve issues
Promotes all products sold by the enterprise.,
Establishes premium payment arrangements for members

Job Specific Qualifications

Required Qualifications:

High school diploma or equivalent required
A minimum of 5 years of customer service experience
Proficiency using Microsoft Office (Word, Excel, PowerPoint)
Must demonstrate being a proactive, solution-oriented decision maker with capacity to take ownership of resolving customer issues and act as a customer advocate

Must demonstrate strong listening skills and the ability to ask relevant questions
Must demonstrate critical thinking skills to uncover root cause of customer issues
Must demonstrate the ability perform under pressure and quickly problem-solve in stressful situations
Must demonstrate strong problem solving abilities and drive to resolve and respond to all types of challenges in a timely manner

Must have strong interpersonal skills as well as strong verbal and written communication skills
Must have the capability to learn new systems and tools in a fast-paced environment
Must have and maintain a valid U.S. drivers license and a safe driving history

Desired Qualifications:

Bilingual (Spanish preferred)
Experience using a Customer Relationship Management tool

Minimum Years of Experience

5 years of experience

Education

None Noted

Certifications

None Noted

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

For all roles, PSEGs drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email [email protected].

If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected]. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

ADDITIONAL EEO/AA INFORMATION (Click link below)

Know your Rights: Workplace Discrimination is Illegal

Pay Transparency Nondiscrimination Provision